Frequently asked questions
What happens when I contact the BBC?
When you email, write to us or phone us, text us or contact us through social media, we may use your personal information in order to respond to your comment, complaint or question.
What happens when I use BBC iPlayer?
When you are signed in with BBC iD
When you are signed in, we will be able to provide additional functionality to you, for example, we will remember your favourite programmes and categories and recommend content to you based on your previous viewing and use of BBC Online.
When you download a BBC programme using BBC iPlayer Downloads
When you use the BBC iPlayer Downloads application on your computer we will send cookies to your device. We do this so that you can download your favourite programmes and to help us understand how the application is used, and how we can improve it.
When you sign up to email updates
When you sign up to email updates the BBC may include information about content and services that we think might be of interest to you. To opt out of receiving any further updates you can unsubscribe from the link in each email,
The BBC will use some categories of information (including interest groups, year of birth, gender and region) as well as your activity on BBC Online to tailor the information we send to you.
If you buy content from BBC Store
What happens when I use BBC online services?
When you use BBC online services, cookies record information about your online preferences. They allow us to tailor our websites to you. For example, if you have set up a BBC iD account, cookies will be set to ensure we can keep you logged in, until you choose to log out.
You have the ability to control what cookies are set on your device through the BBC website and you can find out how to do this in Managing Cookies.
We also collect your IP address. An IP address is a unique number that allows our servers to identify your device. We use this to help us understand what content our audience is interested in, to block disruptive users, and to determine whether you are accessing the services from the UK or not.
Registering for a BBC iD account
You can register for a BBC iD account, which allows you to comment, send pictures, videos and music, take part in quizzes and games and to personalise your favourite sites. When you register with BBC iD, we will use your personal information to manage your registration. For example, if you need to reset your password.
Sharing BBC content
You will see embedded ‘share’ buttons on BBC web pages, these allow you to easily share content with your friends through a number of popular social networks. When you click on one of these buttons, a cookie may be set by the service you have chosen to share content through. The BBC does not control the dissemination of these cookies and you should refer to the privacy pages on the relevant website.
If you are accessing the BBC website from outside the UK
What happens when I comment or contribute to the BBC website?
User Generated Content (UGC) is content that is produced by our audiences. UGC may include digital video and images, mobile text messages, blogging, message boards, emails and audio submissions.
We may use the information you give us to contact you in order to check your content or obtain further information about your work. We may also contact you in relation to particular projects or to seek your consent if we want to use your work for a different purpose.
When you join a BBC website, (for example to contribute to a ‘comments’ page) we will use your personal information to manage your registration. For example, we sometimes need to provide you with password reminders.
Please be careful when making contributions to message boards, blogs and other services as they are visible to all users. Once you post something, you can't remove it. Find out more.
What happens when I subscribe to a newsletter or news alert?
When you subscribe to a newsletter or news alert, we will use your personal information and your activity on BBC Online in order to provide the content to you. Where you have subscribed, we may also use your personal information for marketing purposes, such as telling you about a BBC service or programme we think you might be interested in.
What happens when I use BBC Children’s services?
As with our adult services, our BBC Children’s Services sometimes collect personal information in order to respond to you.
If we see a post on a BBC Children’s message board, which leads us to believe a child is in danger, we may pass the post and other details on to people who can help, like the NSPCC.
See the CBBC Pledge for more information.
What happens when I enter a competition by phone, text, or email?
When you enter a competition we will use your personal information to contact you if you win and we will keep this information for as long as we need it for the competition. If you have not won, we will delete it 6 months after the competition has closed. If you entered via a premium rate number, we’re required to keep a record of your entry for 2 years.
We may also use your personal information for marketing purposes if you’ve told us you are happy for us to do so.
Will you share my data with another organisation?
Generally, we will use your information within the BBC and will only share it outside the BBC where you have requested it or given your consent, for example if you choose to share content via social media. We may also share your information across the public service and its commercial subsidiaries, such as BBC Worldwide, where this is necessary to provide you with a service you have requested, for example, when you register outside the UK or when you register to purchase content from BBC Store.
We may from time to time need to share your data with other organisations, when they have been contracted by the BBC to provide a service on our behalf. For example, we may contract another organisation to create and distribute newsletters for us and we would need to share your email address with them along with any additional information you have supplied to help us to understand what content you might be interested in.
These third party organisations will be acting upon written instruction from the BBC and they will use your data solely for the purposes of supplying a service on our behalf. They will not use your data for their own commercial purposes.
What happens when I download and use a BBC app?
When you use a BBC app, we collect statistical data, to help us to learn what works and what’s most useful for you. We use this to see general trends about which pages and areas are more popular. For more information about how we use this statistical data, see our section on Performance Cookies. Many BBC apps allow you to opt out of the collection of this data. To opt-out of statistics collection, go to the ‘Help’ or ‘settings’ tab within the app.
At the present time, it is not always possible in our apps to opt-out of the collection of device information which is used for internal purposes to improve our services. If you are not happy to be included in our usage reporting please do not use our apps until we have a solution to allow you to opt-out.
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